Contribution
Collaborated with TECO’s design and business teams to redesign the paper bill experience, ensuring improved clarity and usability for customers.
Facilitated design workshops to align stakeholders on project goals and gather actionable insights.
Participated in user interviews, synthesized research findings, and applied insights to inform design decisions.
Created low- to high-fidelity wireframes, translating business requirements and user needs into cohesive design solutions.
Managed project deliverables, including organizing slide decks for stakeholder presentations and reviews.
Pain Points
Customers reported confusion with the layout and content of the existing paper bills, leading to frequent customer service inquiries.
Inconsistent formatting across bill types created challenges for customers in understanding payment details and usage information.
Stakeholders lacked a clear process for incorporating user feedback into design iterations.
Discovery
Conducted user interviews and surveys, identifying that 40% of customers found the current bill layout difficult to navigate.
Analyzed customer service data, which revealed a 25% increase in billing-related inquiries over the previous year.
Collaborated with stakeholders during design workshops to prioritize features such as clearer payment summaries, energy usage breakdowns, and visually distinct sections for important information.
Solution
Redesigned the paper bill with a focus on clarity, accessibility, and usability, using research-driven insights to guide the layout and content hierarchy.
Standardized formatting across bill types, ensuring consistency and easier comprehension.
Introduced intuitive design elements, including color-coded sections, simplified language, and clearer energy usage visuals.
Provided stakeholders with detailed design documentation and prototypes to align business and design goals effectively.
Impact
Reduced billing-related customer service inquiries by 30% due to improved clarity in the redesigned bills.
Increased customer satisfaction by 25%, as reflected in post-implementation surveys.
Streamlined internal processes by aligning business requirements and design outputs, decreasing project iteration time by 20%.
Delivered a design solution that balanced user needs with business objectives, ensuring stakeholder and client satisfaction.
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Original Paper Bill
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Redesigned Paper Bill
Research Readout Deck
Industry Analysis
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Affinity Map
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Personas
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Design Workshop Details
Design Workshop Mural Board
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Additional Artifacts
Visual Requirements
User Requirements
